Handover Checklist
If you utilize the sales development to closer outbound model it is important to layout how handoffs should be managed.
This should include:
• Scripts to use when talking with the prospect?
• Workflows to follow?
• Instructions for how to enter in CRM or other tracking tools?
• Who to notify and how?
• How to log for credit/compensation?
Email Templates & Voice Mail Scripts
- You should provide email templates and
- voice mail scripts for each email used
- as well any other common emails or voice mails.
Qualification Questions
Provide the list of questions your sales development reps need answered to qualify the prospect.
FAQs
- Provide a list of commonly asked questions
- Sound bites your ISRs can use in answering those questions.
Use a grid like the one shared in the section on messaging.
Common Objections
Just as with FAQs, list the common objections ISRs will hear and sound bites for addressing them.
About Operations
Depending upon the complexity of your organization you may want to create a separate operations manual that outlines the technical aspects of your SDRs role.
If your operation doesn’t require a separate manual, be sure to address the following in your playbook:
- Scheduling next steps (demo’s, appointments)
If you’re using an appointment setter – closer model it’s crucial that you lay out the step-by-step instructions for how next steps should be scheduled. You should include screen shots of the
systems your SDR will use and how fields should be filled in. - Inputting into CRM
If you expect SDRs to do original lead sourcing or prospecting be sure to provide step-by-step instructions (with screenshots) for how new leads should be added to your CRM or other
tracking system. - How Leads Get Assigned & Who Gets Credit
The biggest area of distress and disruption with sales development teams inevitably comes down to how leads get assigned and who gets credit for it. This is especially true in growing departments. As with most other parts of your playbook, your protocols for this area are unique to you. - Here are some base scenarios to make sure you address:
• How are leads assigned initially?
• What actions must be taken and within what time frames to retain “ownership” of leads?
• How long does a lead stay assigned?
• What happens when a lead ownership expires?
• What happens if a lead reenters the process?
found on imaginellc.com